by Patricia O'Connell and Thomas A. Stewart | May 7, 2017 | Uncategorized
This article was originally published by Inc. on May 5, 2017 Surprise confuses customers and puts the onus on individual employees. Focus on delighting them — whatever that means in the context of your service offering. “Surprise and delight” has... 
by Patricia O'Connell and Thomas A. Stewart | May 3, 2017 | Uncategorized
This article was originally published by Inc. on May 1, 2017 Customers want speed, personalization, and control–all without sacrificing quality, the human touch, and the feeling of being taken care of. This year marks the 50th birthday of the ATM, the device... 
by Patricia O'Connell and Thomas A. Stewart | Apr 28, 2017 | Uncategorized
This article was originally published by Inc. on April 26, 2017 Whatever service or product you are selling, retailers attract and keep customers by designing an experience, not just an expedition. What’s with the empty storefronts on Madison Avenue, High... 
by Patricia O'Connell and Thomas A. Stewart | Mar 8, 2017 | Featured
This article was originally published by Wiley Online Library Stewart and O’Connell contend that companies must design great customer experiences to attract, retain, and delight customers. We tend to think about design more in products, yet services must also be... 
by Patricia O'Connell and Thomas A. Stewart | Jan 12, 2017 | Uncategorized
This article was originally published by strategy+business in January 10, 2017 Starbucks has an angel on one shoulder and a devil on the other. The angel works to guide Starbucks toward its better instincts: to retain the vision that impresario Howard Schultz...
Thomas A. Stewart and Patricia O’Connell are co-authors of the bestselling book Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. Drawing on their combined experience as management experts, thought leaders, and journalists, Tom and Patricia offer groundbreaking insights into how companies create memorable, differentiating customer experiences that boost reputation, customer satisfaction, and the bottom line.